Open to opportunities

Ahmed Adly

@ahmedadly

Message

I am an experienced Head of Technical Services driving customer-centric solutions and leading global technical teams.

Egypt

Message

What I'm looking for

I am seeking a senior leadership role where I can lead global technical and professional services teams, improve customer satisfaction, build service portfolios, and drive measurable operational and revenue growth in a collaborative, customer-focused organization.

I am a Head of Technical Services with a proven record of building and leading large, cross-cultural technical and professional services teams to deliver customer-centric solutions.

I have driven operations and strategic initiatives that improved client retention, optimized professional services efficiency, and contributed to substantial revenue growth, including managing centers with annual revenue exceeding $120 million. I design and implement service portfolios, revamp processes, and lead pre- and post-implementation programs to ensure seamless customer outcomes.

I focus on measurable customer value through strategic leadership, technical service delivery, and cross-functional collaboration.

Experience

Work history, roles, and key accomplishments

Current

IT Services & Support Head

Current

Cybersecurity & Enterprise Applications

Oct 2023 - Present (1 year 10 months)

Developed customized customer support and professional services strategies for cybersecurity clients, improving technical service delivery and client retention since Oct 2023. Led and mentored client teams to ensure seamless integration of new support systems and services across EMEA.

Customer Support Professional Services Service Delivery Customer Retention Team Leadership Process Improvement Escalation Management

Head of Professional Services

LogRhythm

Oct 2022 - Oct 2023 (1 year)

Managed regional professional services across India, Middle East, Turkey and Africa, driving a 20+ member team's full utilization and expanding the services portfolio. Revamped PS processes and launched pre/post-implementation offerings to improve delivery and client satisfaction.

Professional Services Process Improvement Stakeholder Management

Head of EMEA and AMER Customer Support

RSA

Dec 2020 - Sep 2022 (1 year 9 months)

Led customer support for Americas, Europe, Middle East and Africa, managing a 25+ member EMEA team and revitalizing global support procedures to boost productivity and customer satisfaction. Implemented cost-effective strategies and proactive escalation handling to reduce repeat incidents.

Customer Support Escalation Management Process Optimization Team Leadership Customer Satisfaction Resource Allocation Root Cause Analysis Cross Functional Collaboration

Head, EMEA Solutions Support Center

Oracle

Sep 2012 - Dec 2020 (8 years 3 months)

Founded and led the EMEA Solutions Support Center, managing operations that generated over 120 million USD annually and delivering support to the region's most strategic customers. Improved renewal rates and handled escalations through proactive mitigation and technical engagement.

Professional Services Escalation Management Customer Engagement Revenue Management Renewals Technical Troubleshooting

Business and Applications Consultant

Oracle

Jan 2011 - Dec 2011 (11 months)

Performed full lifecycle Hyperion implementations across Middle East and Africa, taking ownership of planning, execution, and delivery to meet business requirements. Delivered successful deployments and ensured client adoption of enterprise reporting solutions.

Hyperion Business Analysis Implementation Requirements Gathering Project Delivery Testing Documentation

Senior Business Analyst

GET Group FZN

May 2010 - Jan 2011 (8 months)

Led business analysis efforts across Canada, Middle East and Africa, supporting sales and delivering requirements analysis to drive project success. Provided ongoing support to ensure alignment between business needs and technical delivery.

Business Analysis Requirements Gathering Stakeholder Engagement Sales Support Data Analysis Documentation Process Mapping

Senior BA & QC Lead

Egypt Development Centre

Dec 2009 - Apr 2010 (4 months)

Led a team of 10 business analysts and the quality control function, implementing QA processes that reduced defects by 20% and streamlined operations. Oversaw market research, data analysis and ensured delivery quality across projects.

Business Analysis Quality Assurance Team Leadership QA Processes Market Research Data Analysis Process Optimization

Business Analyst & QC Engineer

Global Consulting Services

Nov 2008 - Dec 2009 (1 year 1 month)

Performed business analysis and quality control for consulting and software development engagements across USA, Canada and Egypt, ensuring requirements alignment and delivery quality. Contributed to project documentation and testing efforts to meet client expectations.

Business Analysis Quality Control Testing Business Requirements Document Client Communication Software QA Process Improvement

Computer Science Demonstrator

New Cairo Academy

Sep 2006 - Oct 2008 (2 years 1 month)

Provided undergraduate instruction and laboratory support for Computer Science and Information Systems students, delivering curriculum and mentoring to improve academic performance. Assisted faculty in course delivery and student assessments.

Teaching Mentoring Assessments Academic Support Communication

Education

Degrees, certifications, and relevant coursework

Swiss School of Management

Master of Business Administration, Business Administration

2022 -

Pursuing a Master of Business Administration at the Swiss School of Management since September 2022, focusing on advanced management and leadership skills.